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    Customer Experience Account Manager - Irvine, United States - Crown World

    Crown World
    Crown World Irvine, United States

    3 weeks ago

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    Description

    Job Description

    Job DescriptionEssential Functions:
    • Acts as an Account Manager for assigned New and Restart accounts. Takes ownership and personally follows each customer through their onboarding journey and serves as a single point of contact for account creation, vetting, introduction/welcome calls, follow up calls, and any other necessary contact.
    • Establishes, develops, and maintains strong and effective relationships with Customers by consistently providing high levels of customizable service; responds in a timely and thorough manner to exceed customer expectations.
    • Listens actively to customer needs and concerns while demonstrating empathy; determines best course of action to resolve issue to Customers' satisfaction.
    • Fully investigates customer complaints and follows up with all involved parties in a timely manner on resolution.
    • Informs and educates Customers about relevant products and services; presents Customers with viable options to meet needs and requirements; works to anticipate future needs.
    • Builds customer loyalty through proactive and effective calls and communication.
    • Coordinates and interacts effectively with other departments including but not limited to Production Departments, Department Call Centers, BI Analytics, Sales, Marketing, Lab Operations, and Customer Service to ensure high level of customer service and timely expedition of customer requests.
    • Communicates information related to customer complaints, concerns, and feedback verbally and in writing.
    • Identifies root cause of customer dissatisfaction and provides feedback and other best practice recommendations on potential process changes to improve customer experience.
    • Notifies management of recurring customer issues. Makes recommendations on appropriate resolution.
    • Actively participates in ongoing professional development such as but not limited to product training, customer service training, and communication workshops.
    • Serves as Technical Advisor to assist customers with technical inquiries and delivery of technical notes and/or concerns with cases.
    • Vets and initiates activation process when new cases are received from pending and restart accounts. Contacts customer if further information and/or verification is needed and follows case through production to ensure a positive customer experience.
    • Validates onboarding of new web lead to determine whether the lead is valid (i.e., a valid licensed dentist, active laboratory, etc.).
    • Documents and updates call notes in a timely and accurate manner to reflect customer interactions and account status. Delegates to necessary parties (i.e, hot desk, etc.) as needed.
    • Handles account activation requests from Credit team where case was billed under incorrect account and needs to be rebilled to Prospect or Restart account.
    • Utilizes GCX, GO, DL Plus, and other customer account management software and tools to ensure customer journeys are up to date, and customer contacts and pertinent customer info is accurate.
    • Assists with incoming calls as needed for Dentists and Laboratory Customers to ensure delivery of the ultimate customer service experience.
    • Notifies Manager of internal processes or interactions with other departments that are impacting the workflow processes.
    • Stays up-to-date with business rules for specific accounts (i.e., DSO, long-term accounts, etc.) to provide a personable service level experience.
    • Assists with conducting side by sides for new hire onboarding as needed.
    • Assists with incoming calls as needed for Dentists and Laboratory Customers to ensure delivery of the ultimate customer service experience.
    • Performs other related duties and projects as business needs require at direction of management.

    Pay Range: $25/hour - $28/hour

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